B And B Movers

Review: We purchased a refrigerator on clearance from Conn's. The sales representative, [redacted], explained that it was on clearance because it was a scratch and dent floor model. We raised some concerns that the fridge looked used. [redacted] the exclaimed that Conn's does not sell used appliances, and then went on to say that it was illegal to sell used appliances in the state of [redacted]. We purchased the fridge with the understanding that it had never been purchased or returned.

After the ice maker stopped working the second time, we learned through a [redacted] authorized repair company that the fridge we bought was purchased and returned in early 2014.

We've filed a complaint with Conn's corporate office, with no resolution thus far. We've also filed a complaint against Conn's with [redacted].Desired Settlement: We've told Conn's that we either want them to take the fridge back and give us our money back, or since they sold us a half broke fridge they need to cut our reaming bill in half. These are the only two options we will accept.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. After further review of [redacted] concerns, Conn’s

has agreed to honor his request to return the refrigerator and receive a

refund. [redacted] will be contacted by

Conn’s delivery team to schedule a date to pickup his refrigerator to return to

Conn’s. Once we receive [redacted] merchandise we will process the credit to

close his account.

We appreciate [redacted] for bringing this

matter to our attention and we sincerely apologize for any inconvenience he

experienced.

If we

may be of further assistance, [redacted] may contact customer service at

Kind

regards,

Review: I purchased a [redacted] and [redacted] from [redacted] back on [redacted]. I did not have my appliances delievered until [redacted]. It has been approxamently 2 weeks and 3 days since I have had both of them and now the [redacted] is not fully drying my cloths. I looked up the reviews about [redacted] and [redacted] and found that the [redacted] are only good for one cycle the other cycles do not work. I called the store I purchased the items from and requested to exchange them for a different brand becasue out of being an owner of a [redacted] and [redacted] for over 30 years I have never experineced an issue as such. I do not believe a BRAND NEW [redacted] should be having problems in 2 weeks of ownering the product and I explained this to the store manager and he told me I will still need to go through repair. I called corporate and spoke wiht a manager named [redacted] and was also told I have to go through repair before they can assist me. As a customer who has not had the product for over 30days that is already in need of service should be replaced. I then did some research on Conns reveiws and found several customers with the same issues and they are not being helped by anyone. I am concerned that Conns will leave me with these defective [redacted] and [redacted] with out replacing them. I do not believe as a customer it is fair practice to have a product repaired within 2 weeks of usuage. This clearly shows there is a defect with [redacted] and possible with the [redacted] machine and they are not willing to help their customers, but rather push them off to some service department or the manufactor. This is horrible customer service and has me concerned I am going to be stuck payin of $1500 for a set of [redacted] and [redacted]s that do not work properly. Please visit Conn's website for me evidance on how they are currently treating their consumers with the defective products they are selling.

[redacted]corporate-office/Desired Settlement: I would like for Conn's to exchange my [redacted] and [redacted] for a brand that is more reliable or to take them back and remove the charges from my account. I DO NOT want a brand [redacted] 2 week old [redacted] repaird it should be replaced.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on [redacted]

[redacted] purchased a [redacted] and [redacted] both which come with a 1-year

limited manufacturer’s warranty; no additional coverage was purchased. [redacted]

[redacted] and [redacted] was delivered and received in good order on [redacted].

Our records show on

[redacted] contacted our service department stating her [redacted] was not

heating up. A service appointment was scheduled by the manufacture for [redacted];

during the inspection the technician was unable to find any functional failures

with the unit and educated [redacted] on the proper use regarding the “sensor

dry” setting. The technician tested the [redacted] and reported the unit was working

up to the manufacturer’s specifications.

At this time we are

unable to honor [redacted] request for an exchange; based on the

technician’s report no problems were found and the [redacted] is functioning

properly.

If we may be of further

assistance, [redacted] may contact Customer Service at [redacted]

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.][redacted]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me for this issue.

Review: I bought a ice box from Conn's in Janurary 2014. It went out on April 15 2014.

Conn's service department told me it will be a 72 hours intil they can give me a call for a technican to come out. I ask them to replace my food since I am under warranty. They told me they only replace 150.00 of food. I had over 300.00 worth of grocery in my ice box. Me and my family have to eat out everyday this week I feel they should replace my money I have to feed me my 3 kids this week with. They said that could not do that

Business

Response:

Thank you for the opportunity to respond Mrs. [redacted] complaint. Our records show on 1/18/14, Mrs.

[redacted] purchased Samsung refrigerator with a 24-month Repair Service Agreement

Plan. Our records show on 4/15/14, Mrs.

[redacted] contacted us regarding her refrigerator; stating the unit was not

cooling. A service call was set-up through the manufacturer with an

authorized service technician since the refrigerator was still under the manufacture

warranty. The manufacturer attempted to schedule Mrs. [redacted] for service on 4/19/14 however, there was a scheduling issue with the

technician and the manufacturer reassigned Mrs. [redacted]’s work order to another

provider. On 4/22/14, Mrs. [redacted] contacted us requesting to file a food loss

claim and reimbursement for the service technician that she hired to fix her

refrigerator. Mrs. [redacted] was informed that we would send her a food loss

claim form and the Repair Service Agreement covered up to $150.00. See the Repair Service Agreement Terms and

Conditions number (2) Additional Coverage: Appliances – Verified food loss of

up to $150.00 on refrigerators and up to $250.00 on freezers, per occurrence,

over the term of the agreement as a result of a covered failure. Although we are unable to honor her request

for $300.00 reimbursement towards food loss.

As a goodwill gesture we will agree to honor the $150.00 claim as well

as agree to reimburse the trip fee of $60.00.

A check for $210.00 is being

processed and should be received within the next 7-10 business days.

If we may be of further assistance, Mrs. [redacted] may contact

Customer Service at 1-877-358-1252.

Kind regards,

Conn’s Customer Relations

Review: I purchased a complete Sofa Set from Conn's in July 2013. I am currently signed up to pay the furniture out in a year to avoid finance charges. I am current with my payments and I have been a loyal customer with Conn's since 1984. After my recent purchase I noticed that all 3 pieces (sofa, loveseat and recliner) was leaning. I contacted Conn's and someone was sent out to make repairs after a couple of times having to get someone out to make repairs I contacted the corporate office and informed them of my issues with the furniture and how it had been brought to my home defective and repairs had been made a couple of times. I also explained to them that I felt as though it was unfair of them not to just replace the furniture. The lady I spoke with told me that they were not going to do anything but make repairs, when I asked her to just have the furniture picked up, she told me they didn't want it. I then asked her if I stop making my payment would they pick it up and she told me, "no, we don't want it, you bought it, it's yours. I told her again that is was brought to me defective and she said again, "Ms. [redacted] that is your furniture, we don't want it and all we will do is make repairs. I asked her if I was speaking to the corporate office and she said, Yes. I then asked her if this was the highest I could go to turn in and complaint since she refused to help me and she said yes, is that all, I said yes it is and she told me to have and nice day and thanks for calling Conn's. I was devastated after that. I currently have still been making my payments the repairs have been made to my furniture 4 times and I currently have to large boxes in my hallway with parts for more repairs. The repairs being made are on the same parts, they just keep reordering them. I will be calling their service department in the morning to make another appointment for them to come out and make the same repairs. I don't understand how they can get away with selling defective furniture and expect us to pay for it.Desired Settlement: I would like the furniture picked up and issued a refund.

Business

Response:

Thank

you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on

7/2/13, Mrs. [redacted] purchased the Corinthian Red River furniture set which

consists of 3 pieces (sofa, loveseat, and recliner) with a limited 1-year

manufacturer’s warranty and received a free 46” Haier TV with her purchase. On

10/9/13, Mrs. [redacted] contacted us stating the sofa and loveseat was leaning to

the side. A service call was scheduled for 10/16/13; upon inspection the

technician found the back frames leaning to one side on both units due to unit

not installed properly. The technician removed back frames to adjust brackets, leveled,

and stabilized the sofa and loveseat. On 10/17/13, Mrs. [redacted] contacted service

regarding her recliner, stating the unit had a gap and the stitching was not

stitched correctly. A service call scheduled for 10/26/13 for the recliner

however; on 10/25/13, Mrs. [redacted] contacted service again stating her loveseat

and sofa was leaning to the side but was educated a separate service order

would need to be scheduled for both units. On 10/26/13, the technician found

the left arm frame on the recliner was broken and the unit was bent where the

back frame connects and parts needed to be ordered for repairs. A service calls

was scheduled for the loveseat and sofa on 11/2/13; upon inspection the

technician found the loveseat and sofa seat cushions top stitching was not

straight and the middle console did not align with the recliner and parts

needed to be ordered. On 12/3/13, the technician completed all service orders.

On the recliner, the technician re-braced the left arm frame with wood glue,

wood screws, brad staples, and wood braces and also replaced the damaged frame

with new parts in order for the recliner to open and close properly. On the

sofa and loveseat, the technician replaced the arm and middle console cover.

Mrs. [redacted] contacted us on 12/9/13 regarding her recliner, sofa and loveseat;

stating the recliner has and gap and the loveseat and sofa is leaning; a

service call was scheduled upon inspection technician found parts needed to be

ordered however; Mrs. [redacted] did not want to continue with repairs therefore her

service order was cancelled. On 1/25/14, Mrs. [redacted] contacted us stating her

sofa and loveseat was leaning and the handle to recline was not working. Parts

were ordered and on 2/8/14; the technician installed new a mechanism. Mrs. [redacted]

contacted us again 2/18/14 stating the back to the recliner and sofa was

leaning; parts were ordered and installed on 4/5/14 successfully and the sofa

and recliner was repaired. We attempted

to contact Mrs. [redacted] on 4/7/14 to discuss her complaint, but we were

unsuccessful in our attempt. At this

time, Mrs. [redacted]’s furniture does not meet the qualifications for an exchange; if

Mrs. [redacted] continues to have an issue with her furniture, she may contact

Service at 1-855-266-6349.

If

we may be of further assistance, Mrs. [redacted] may contact us directly at 1-877-358-1252.

Kind regards,

Kathryn James

Customer Relations

Business

Response:

Our

records show on 7/2/13, Mrs. [redacted] purchased the Corinthian Red River furniture

set which consists of 3 pieces (sofa, loveseat, and recliner) with a limited

1-year manufacturer’s warranty and received a free 46” Haier TV with her

purchase. We contacted Mrs. [redacted] and

offered an exchange as a goodwill gesture; Mrs. [redacted] reselected a furniture set

of lesser value however the furniture set did not qualify for the free

television. We have reviewed Mrs. [redacted]’s

invoice and found her credit amount was for $2299.97. The furniture she selected was $1599.98 and

the retail value of the television was $499.97.

Conn’s willing to credit Mrs. [redacted]’s account $216.50, which is the difference plus tax.

If I may be of

further assistance, Mrs. [redacted] may contact me at 1-800-280-1514 ext 3277.

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Review: On January 24th 2014 I purchased a front load washer and dryer with pedestals from Conns location on [redacted], total $2066. I was given a mail-in rebate for free delivery $79.99 which I filled out and mailed in. On March 18th(almost 2 months later) I received a letter denying my rebate because 'product was not purchased at a qualifying store'. I called the number on the letter and was prompted to leave a message. I contacted customer service and was transferred then left on hold. I contacted my sales person and she told me that since my purchase, that store had been turned into a clearance store but at the time of my purchase it was not. In fact I purchased my items new..no discounts and no signage saying it was a clearance store. She said she would contact the 'help desk'. As expected..no one has contacted me. I have had mess-ups with this company and still continued to make purchases with them but after years and years of loyalty and multiple large purchases. This is the last time I will ever do business with them and I will tell everyone I know about their shoddy practices.Desired Settlement: I would like my 'delivery refund with purchase' as promised.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. We deeply apologize for any inconvenience this issue may have caused. We have reviewed Mrs. [redacted] complaint and found her rebate was denied due to the product(s) purchased were not purchased at a qualifying store. However, Mrs. [redacted] complaint has been escalated and Conn’s has agreed to honor the rebate and expedite the check refund. Mrs. [redacted] should receive her refund within 7-10 business days.

If we may be of further assistance, Mrs. [redacted] may contact us directly at [redacted]

Kind regards,

Customer Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Conn's did NOT hold up to their warranty as promised in their mission statements!!!

I purchased a mattress, box spring, and bed frame from Conn's on [redacted]. Model #'a are as follows: queen mattress #[redacted], queen box spring # [redacted], ( problem ) bed frame - no model # due to Conn's NOT putting it on the bill of sell! I did not know that it was not on the bill of sell. Which in lies the problem! I can not get Conn's to cover the BROKEN box spring due to the negligence of an employee NOT putting it on the bill. I NEVER realized that it was not on there until the day I went into the store to file a complaint. I was informed that the due to the bed frame NOT being on the bill of sell, they could NOT warranty the box spring. As well as the bed frame was delivered with ONLY 4 feet and NOT the fifth foot in the middle of the bed to support the box spring! So, in return my bed frame is missing the middle foot to support the bed, WHICH CONN'S STATES I DID NOT GET FROM THEM! WHICH , I DID NOT HAVE A BED FRAME JUST LAYING AROUND!! THEY DELIVERED ME ALL THREE PIECES, EVEN THOUGH THEY SAY THEY DID NOT! Second of all my box spring is broken underneath due to the lack of the 5th support foot and to TOP IT OFF MY MATTRESS HAS A HUGE DIP IN THE MIDDLE!!! I pay my bill on time EVERY MONTH!!! I bought ALL the coverage they offer! WHICH IS NOT HELPING ME A BIT WITH THESE ITEMS! I am not asking for anything for free, I just wanted it replaced. OH AND TO TOP THAT OFF! When the warranty specialist came out, he informed me that the mattress was 1 1/2 compressed on one side and 2 inches on the other side BUT did not put that in the report per the men at Conn's store in [redacted]!! I AM VERY UPSET THAT I CAN DO EVERYTHING THAT I AM SUPPOSE TO AND MAKE SURE MY FURNITURE IS COVERED EVERY WAY POSSIBLE BUT THEY CAN NOT HOLD UP THERE END OF THE BARGAIN! I also contacted the warranty service department for Seally and they will NOT cover the mattress as well due to the box spring AND THE FACT THAT I BOUGHT A MATTESS WITH A LAW LABEL! I HAD NO CLUE WHEN THE WARRANTY SPECIALIST FROM CONN'S ASKED ME WHERE MY LAW LABEL WAS FOR THE MATTRESS. I DID NOT KNOW WHAT HE WAS TALKING ABOUT! HE SAID THE MATTRESS SHOULD HAVE CAME WITH A LAW LABEL! I said what you see is what you get, I bought the mattress just like this and DUE TO THE LACK OF THE LAW LABEL AND THE BED FRAME. I CAN NOT GET SEALLY TO COVER THE MATRESS EITHER!!! I would like to get help getting this resolved. I informed Conn's that I will continue to pay my bill on time every month as I always have! But informed them that as a company, THEY SHOULD HAVE TO HOLD UP THEIR END OF THE BARGAIN AS WELL!!!Desired Settlement: I would like my mattress, box spring and bed frame replaced. As I have paid for the extra coverage and I am being punished for the negligence for an employee at Conn's

Business

Response:

Review: on [redacted] I bought a xbox from conns to help our credit since the had the cash option to pay off in six months I told the saleman I had to have the 15 th for payments he said kno problem I went on every month and paid up until aug 14 was my last payment went back on [redacted] bought two laptops wwhen it came to making my other payment I notice my other acct should I owed $73.00 dallors I called om sept 9th to find out what was going on spoke to nacy from customer service nancy told me I had over paid and see wont send it in to fix I told her just put it on new acct I called back on the 24th of sept and was told by brain that I was short $2.01 ask way he said that intrest had accured so I paid the payment he said he would try to renistate my cash option callled back on sept 29th spoke to daneille was told my payment was not made so I made it again said I would have to wait 72hrs before the could reinstate my cash option called back on oct 2, was told because I made my payment on the 14th of august I was not able for cash option my contract said payment date was the 16th they said they tried calling my husbands phone once but they had my number and my email and never got anything in the mail if I owed more money I should of been told on the 9th of september when I called

cDesired Settlement: I want them to honor the cash option policy no one ever said the [payment had to be paid on the 1st of august I was told it had to be paid in full in august

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted]

concerns regarding his account.

Mr. [redacted] stated he would like us to reinstate his cash

option and close the account.

According to our records, Mr. [redacted] signed a 18-month

retail installment contract on [redacted] That contract also included a 6-month no interest financing

promotion.

As of [redacted], the cash-option will be reinstated and the

account will be closed. Please allow 7-10 business days for the account maintenance to be

completed and the account to close.

We vale Mr. [redacted] as a customer and sincerely apologize for

any inconvenience he has experienced due to this matter.

Review: I have called a number of times, every time I call I get a different answer on why I haven't been contacted back or why they don't have a answer for me on why I was charged the amount I was for my product. I financed $ 1,653.43 for a washer and dryer, was put on a 12 month cash option payment with $0 interest. I bought in May 2014 and payed off on December 2014. I payed off the washer and dryer in December 2014 in the amount of $1,469.36. Not realizing I came across my contract and just happen to be happy I had gotten it payed off and looked at it and realized a couple of issues. So the calling began. I have been getting the run around from them now since I paid it off. I get told that they will take care it and send it to their offline help, and to give them 2-3 days and some will contact me back. I wait about 4-5 days and still nothing so I then again call back and get the same run around. I have been spoke to very disrespectfully I have been hung up on as well as called a liar to they dont understand why I have not gotten a refund, why I was charged the amount I was to we will definitely get this problem fixed for you. I have over payed them and they are aware of the situation and are doing nothing about it. I just would like to get the refund that I am owed and to be contacted by some one who can actually help me with my situation.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#[redacted] stated she

overpaid on the account because it was supposed to be a no-interest

account.

According to

our records, [redacted] signed a 30-month retail installment contract on May 9,

2014. This account included a 12-month

no-interest financing promotion. [redacted] forfeited the no-interest financing promotion in November 2014 due to a

late payment. The payment was due on

[redacted] and was not paid until [redacted].

The account

balance was accurate at the time [redacted] called to pay the balance in

full. We have attached a copy of [redacted]’ payment history for her records. Thank you,[redacted]

Review: 12/18 I called and made arrangements for Conn's to take 43.15 on account [redacted] out of my account on 12/23. I was assured the payment would not come out sooner. I have been very ill and lost my job in June, but I have still made my payments. On 12/19 they attempted to take 46.15 out of my account which there was no money in there and I was charged 35.00 nsf fee. Then, they tried again on 12/20 for 46.15 and I was charged another 35.00 nsf fee. Then on 12/23 they tried for a third time and because I already had 70.00 in nsf fees at my bank it was returned again and I was charged another 35.00 nsf fee for a total of 105.00. I have called at least 5 times and sent 3 letters with copies of the nsf charge and the amount attempted to withdraw. I have also sent a letter to corporate HQ. I received an email today saying that they did attempt to take it out early, but they would not refund my fees. Last week when I called I was told my account [redacted] had been paid and I did not owe the payment. Now, today I'm late for this payment which was a 12 month no interest special purchase. I was determined not to get behind on this account. Now they have screwed me on the account, on my bank account. I have two accounts, [redacted] and [redacted] I paid it on 12/27. I would have paid [redacted] but I was told I did not owe a payment on it. I have been lied to several times. It was their fault because they tried to take the money early. Please help me. I have no more unemployment coming in. I had 3 back surgeries and contract staph in my spine this summer, but still managed to keep these accounts current. I have provided them proof from the bank of the charges that the bank sent me. I don't feel I need to send them my bank statement. The proof came directly from the [redacted].Desired Settlement: I want the payment of 43.15 be credited to my account [redacted]. I want the nsf fees of 105.00 be credited back to my bank account.Please help me.

Business

Response:

Review: Conn's has the wrong phone number for one of their customers. I tried explaining that the number was incorrect for years now but they refuse to update the phone number and continue to call my phone and send me text messages. When I called today to ask them to update the customer's information I was told no and hung up on. I almost feel harassed with all of the calls and text messages.Desired Settlement: I just want my phone number removed completely from their system. I don't want a message saying not to contact me because that isn't working.

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted]’s concerns regarding an account.

Mrs. [redacted]

stated she has received phone calls regarding an account that is not hers.

According to

our records, the phone number provided by Mrs. [redacted] was linked to a Conn’s account

in error.

We have placed

a cease and desist on the telephone number provided by Mrs. [redacted]. If she should receive any additional calls,

we ask that she contact us directly so we may address the matter further.

We sincerely

apologize for any inconvenience Mrs. [redacted] experienced due to this matter.

Review: I purchased a television from your company ([redacted] Location). In [redacted], I physically went into the store location to make a payment and show my proof of renter's insurance for the item, to have the Conn's Insurance removed (per the customer service rep, who told me this was possible). Upon showing my proof, I was told my contract would then need to be re-written and that now my first payment would not be due until the next month (and so now, I did not actually have a payment due). This was fine with me and actually worked out. Problem began, two days after leaving this location, I then began receiving collection phone calls on my account. After explaining this to the collection agent and I did not receive a positive response, I then physically went back into the store to speak to an associate at your payment center. I showed [redacted] my new contract and explained the situation to him and he then called the collections team and faxed over my newly created contract. Now we are at 2 weeks later, I still had no resolution to the "collection" issue and was still receiving calls every day. Problem with this is, I cannot get anyone on the phone who has half a brain to assist in resolving this issue. Meanwhile, my new contract states, payment is not due until [redacted]. As of today's date ([redacted]), I have been in your store now more than 3 times and have witnessed the payment center member fax over my corrected/current contract to the collections division, and still have not seen any resolution. Meanwhile, your collection teams' lack of attention to this matter is causing my credit rating to become adversely affected by this and I hold your company responsible. At this point, my only desire is to return your merchandise and purchase my television from another company who might have better means of working through these types of issues with its customers (who actually value their customers).Desired Settlement: I kindly request that you assist me in resolving this issue in a timely and efficient manner, otherwise I request to return your merchandise to you and clear my name from any such account with your company and call it even.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’s concerns regarding account #[redacted] stated she signed a replacement

contract and it has not been set up in the system yet.

According to

our records, [redacted] signed a 30-month retail installment contract on [redacted] made some changes to

that contract and signed a second contract on [redacted]; however, we have

not received a copy of that signed contract.

We have sent

[redacted] a new contract to her email address through our Docusign system so

she will not have to return to the store.

Once [redacted] signs that contract and sends it back in we will be

able to establish that contract.

We value [redacted].

[redacted] as a customer and sincerely apologize for any inconvenience she has

experienced due to this matter.

Review: I purchased a refrigerator from Conns in [redacted]. Subsequently it has stopped working. I placed an order for service [redacted]. The item stopped working [redacted] however I went out of town. Service came out and said they were ordering parts. I was later told that they would not be repairing but replacing the fridge because it could not be repaired. As of today I have not received a new refrigerator. I have been without one for a whole month. I am unable to keep good in my home and have had to eat out everyday with my [redacted]. Each time I call I am given conflicting or completely false information. I would appreciate a new product and timely response. I also believe I deserve a credit for still paying for this product that I cannot use in addition to concession for the food I have lost as possibly even for having to purchase food all this time out.Desired Settlement: I would like an exchange as well as a billing credit.

Business

Response:

Thank you for the opportunity to respond to [redacted]’s complaint. Our records show on [redacted] purchased a [redacted] French door refrigerator from us with a limited manufacturer warranty. [redacted] elected to have her refrigerator delivered. We show [redacted] signed acknowledging her refrigerator was received on [redacted] in good order.

[redacted] contacted our service department on [redacted]; stating her refrigerator was not cooling. A service call was scheduled; during the inspection the technician found three parts needed to be ordered and replaced. The technician ordered the parts on[redacted]; on [redacted] two out of the three parts became available. After reviewing [redacted]’s complaint we found there was a delay getting the third part needed to complete her refrigerator repair. Therefore, Conn’s agreed to exchange her refrigerator; [redacted]’s exchange was approved on [redacted]. As of [redacted]’s new refrigerator has been delivered and received in good order. We sincerely apologize to [redacted] fo the experience and any inconvenience that has been caused.

If we may be of further assistance, [redacted] may contact us at [redacted].

Kind regards,

Business

Response:

Thank you for the opportunity to respond to [redacted]’s complaint. Our records show on [redacted] purchased a [redacted] French door refrigerator from us with a limited manufacturer warranty. [redacted] elected to have her refrigerator delivered. We show [redacted] signed acknowledging her refrigerator was received on [redacted] in good order.

[redacted] contacted our service department on [redacted]; stating her refrigerator was not cooling. A service call was scheduled; during the inspection the technician found three parts needed to be ordered and replaced. The technician ordered the parts on[redacted]; on [redacted] two out of the three parts became available. After reviewing [redacted]’s complaint we found there was a delay getting the third part needed to complete her refrigerator repair. Therefore, Conn’s agreed to exchange her refrigerator; [redacted]’s exchange was approved on [redacted] As of [redacted]’s new refrigerator has been delivered and received in good order. We sincerely apologize to [redacted] fo the experience and any inconvenience that has been caused.

If we may be of further assistance, [redacted] may contact us at [redacted].

Kind regards,

Review: I bought 2 twin size mattresses and box springs a[redacted] with 2 sets of slats. When they were delivered the slats and box springs did not fit, so they were returned analog with the understanding that I could keep the mattresses until they could find box springs to fit. I had slats cut and put the on the beds myself. Today they brought 2 different box springs, which fit better, but not quite, so I suggested they take the plastic off, since they were so close to fitting. I was told they didn't do that because it would fit either way, if it was going to fit, so I told them to take them back and the mattresses, too, they couldn't take mattresses because they didn't have a ticket for them, I would have to call the store. I called the store and was told I could not return the mattresses, I explained what I had been told and told that was not their policy. Since they had told me I could return if the box springs didn't fit, I would like them to honor their word!Desired Settlement: Take the mattresses back

Business

Response:

Thank you

for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on [redacted], Mrs. [redacted] purchased two [redacted] Twin mattress, two [redacted]

twin box springs, and two [redacted] twin slats. Mrs. [redacted] was scheduled

for delivery on [redacted]; upon delivery both mattresses were received in good

order however, the box springs and slats were refused due to they did not fit

onto Mrs. [redacted]’s bed that was not purchased with Conn’s. Our records show on [redacted] both box springs were exchange for two [redacted] twin

foundations and both slats were cancelled from her invoice. Mrs. [redacted] was

scheduled to receive her new box springs on [redacted]; upon delivery Mrs. [redacted]

expressed that she was not satisfied with the fit of the box springs on the bed

and wanted to return both box springs and the two mattresses that were previously

purchased. Mrs. [redacted] was reminded of Conn’s Return and Exchange Policy at the

time of her purchase which states, Conn’s has No Returns on mattresses;

mattresses can only be exchange within 30-days from the date of purchase with a

$129.00 exchange fee. At this time we are unable to honor Mrs. [redacted]’s request

to return both mattresses however; we can refund Mrs. [redacted] for both box springs

due to the delivery was refused and the box springs have been returned to

Conn’s warehouse. Mrs. [redacted] will need to

contact her nearest Conn’s to cancel the box spring and for the credit to be

applied to her Visa credit card.

If

we may be of further assistance, Mrs. [redacted] may contact us at ###-###-####.

Kind

regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

As stated before, when the first set of box springs didn't fit, I was told to keep mattresses and return box springs and Conns would send out ones that would fit! I did that and they didn't fit, so I told them to take back everything! I expect them to pick up the mattresses!

Review: On [redacted], I purchase a recliner for my wife, when they deliver the recliner. The recliner was broken when delivered. I immediately phoned Conns Store, and advise them of the broken recliner. They said they will fix issue. AS of today they have not tried to resolve the issue, so I took it upon myself to deliver the recliner at the following address, Conns Furniture and Electronic[redacted]. They have taken so long to repair, and no need to repair I purchase a new recliner not a used recliner. Therefore, I do not want for Conns Furniture to billed me for something that was delivered broken or item was already broken when delivered.Desired Settlement: I no longer want the recliner, I just want them to refund at 100%, without hurting my credit.

Business

Response:

Review: delivery charges

I purchased a sofa and loveseat this month,but when the furniture arrived the loveseat was damaged so I sent it back and kept the sofa. They have sent the loveseat 3(three) times and everytime it was damage. The last time I told the driver to take the sofa back to the store becasuse I was wasting my time waiting on them,but they refuse to take it back. Yesterday I got a voice mail from the manager [redacted] to tell me that the factory will take the sofa back and they will charge me 129dls. It's not my fault they send defective furniture and I have wasted my time waiting on the delivery people 4 times already. I shouldn't have to pay for their mistake. Can you call the manager and fix this their number is [redacted]thanksDesired Settlement: I shouldn't pay for the pick up of furniture

Business

Response:

Thank you for the opportunity

to respond to Mr. [redacted] complaint. Our records show on 6/09/14, Mr. [redacted] purchased a Halle furniture set

which consisted of two pieces; sofa and loveseat and delivery totaling

$1,796.92. Our records indicate Mr. [redacted] was scheduled for delivery on 6/13/14; upon delivery Mr. [redacted] received his sofa and

found the loveseat was damaged therefore it was refused. We

attempted to deliver Mr. [redacted]’s loveseat on three separate occasions, however

each time the loveseat was damaged. Due to the product being damaged upon

arrival Conn’s agreed to honor Mr. [redacted]’s request to return his sofa and

receive a full credit to his GE account in the amount of $1,796.92. We sincerely apologize to Mr.

[redacted] for the experience and inconvenience he has had.

If we may be of further

assistance, Mr. [redacted] may contact Customer Service at [redacted]

Kind regards,

Review: On 07/07/2014 my wife and I bought several items from conns totaling aprox. 6000.00 one of which items was a loveseat(sofa) that was delivered to our home on 07/08/2014. The loveseat was stitched incorrectly at the manufacture and there was a buckle in the left arm also from incorrect stitching. I went to the store 3 days later to inform them and I was told to contact customer service and they would take care of the problem for us. When I contacted Conns customer service they set up an appointment for a service tech. to come inspect the issue on 08/06/2014. When the tech. inspected the loveseat on 08/06/2014 he took pictures and told us they would be in touch with us in a couple of days. I did not hear anything from them so on the 5th day I contacted them and they told me that they would order parts then remove the back of the loveseat and replace it here in my home, there was no mention of the issue with the arm. My complaint is that my wife and I purchased a new loveseat not one that would be delivered and then worked on in our home. We feel that this should be replaced with a new unrepaired loveseat like the one we picked out at the store which is what we paid for furniture that was new not repaired.Desired Settlement: As I stated above this should be replaced with a new loveseat we should not have to settle for a repair on a loveseat we purchased new. This is clearly a manufacture defect and we should be made whole with a new item replacement.

Consumer

Response:

Here is the receipt for the Loveseat that I purchased. If any further information is needed, please let me know.

Thanks,

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted] complaint. Our records

show on 7/08/14, Mr. [redacted] purchased a Jackson Halle furniture set which consisted of two pieces; loveseat

and chair with a limited manufacturer warranty. Mr. [redacted] elected to

have his furniture delivered. We show on 7/09/14,

Mr. [redacted] signed acknowledging his furniture was received in good order.

Mr. [redacted] contacted our service department on 7/24/14 regarding his loveseat; stating

the seams are not lining up correctly. A service call was scheduled for 8/06/14;

during the inspection the serviceman found the left side front back cushion is

an inch longer then the right side front cushion and the center of the back

does not line up with the center of seat. On 8/11/14,

Mr. [redacted] contacted us, stating he did not want to have service completed on

his loveseat and request to have his loveseat exchanged. Mrs. [redacted]

contacted us on 8/13/14,

stating she wanted to have her furniture fixed and to go ahead with

repairs. The parts were ordered and became available on 9/09/14.

The serviceman completed the repairs on 9/17/14;

by installing new inside and outside back panels.

At

this time Mr. [redacted]’s loveseat does not qualify for an exchange, therefore we

are unable to honor Mr. [redacted]’s request to return/exchange his loveseat.

If

we may be of further assistance, Mr. [redacted] may contact us at [redacted]

Kind

regards,

Review: My grandmother, [redacted], had bought furniture and on the invoice she had it stated the furniture would be delivered on Friday, [redacted]. Saturday we still didn't have anything. We had to reschedule doctor's appointments because they said they were coming. It was a complete inconvenience. I called Saturday and by the end of my calling everyone, I had spoke with 6 people. I was beyond infuriated. What I found out Saturday was that the delivery date was changed to the [redacted] and nobody had called to inform us. I also spoke with shipping and receiving and found out that they didn't even have it in the system that we had even bought furniture. The most shocking part of my talking with Conn's was I found out how unprofessional and rude Conn's corporate office was. I spoke with 4 different people there and got hung up on once. I know that I will never shop there or refer anyone to that business. I would honestly rather get furniture out of a dumpster than deal with the amount of ignorance I dealt with within Conn's business circle.Desired Settlement: If we could get a discount on what we bought that would be great. Otherwise we just want to warn other customers of the inconvenience, unprofessionalism, ignorance, and stupidity they will have to deal with if they decide to buy from Conn's.

Business

Response:

Review: I got behind on my conns account. In January of 2014 I set up an arrangement to get it back on track. They required a pre authorized payment set up in mid February to get my account back on track. On February [redacted] 2014 I called and told the associate I was paying off the account and I would like to cancel the automatic payment. That day I paid $6405.12 in cash which made my balance $0. On the [redacted] of February they hit my account for $309.96. Now after almost a week I am told they are gonna mail me a check in 7 to 10 days for $306.95 my payment amount minus a $3.01 processing fee. I don't understand how they can take a payment when the account has a 0 balance, and how they think they should keep the processing fee on a payment that I called to have cancelled. All I can say is you live and you learn. I will NEVER deal with Conns again. Guess the name should have been a hint. I have also referred friends and family and because of what is happening to me non of them will be returning to conns either.Desired Settlement: Every time I call I am told it is being processed and that department doesn't take calls from the public. [redacted]

Business

Response:

Review: Purchased a lift chair, conns has given me a very hard time I have a lift chair as im disabled I need that chair it is my lifeline after almost a year I finally got an approval for an exchange to no avail no longer did they have or carry that chair and they refused to order me one I asked for a refund to purchase oneI wined up buying one from conns on conn's account now I want a refund they want to apply it to my account ive already purchased the chair I need my refund in cash back to meDesired Settlement: Would like refund sent to me ive had to purchase another chair out of pocket I am on a fixed income

Business

Response:

Thank you for the opportunity to respond to Mr. and Mrs. [redacted] complaint. Our records show on 11/3/11, Mr. [redacted] purchased a Jake

Big Man Lift Chair and 48 month Furnituregard from us which was financed on

Conn’s credit. Our records also show

service agreed to exchange Mr. [redacted] chair on 5/1/14. Mr. [redacted] purchased a new chair on 5/15/14,

however did not use the exchange credit that was available. Although we are unable to honor Mr. [redacted] request for a cash refund we have agreed to refund the full credit of $1190.74,

back to his Conn’s credit account.

If Mr. [redacted] has any additional questions or concerns he may

contact us at 1-877-358-1252.

Kind regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I do not accept the response from conn's I've already purchased a lift chair from conns because not one store would work with me with the credit I already had in the computer im just asking for some one other than a customer service person to please at least call me so that we can resolve this issue

Business

Response:

Thank

you for the opportunity to respond to Mr. and Mrs. [redacted] additional

comments. Mrs. [redacted] has been

contacted and advised we are unable to honor her request for a cash

refund. We explained that the purchase

was financed on a Conn’s Retail Installment Contract and the account has not

been paid in full. Therefore, the credit

was applied to that account balance. Mrs. [redacted] requested and was provided her account payoff as of June 20, 2014.

If

we may be of further assistance, Mr. [redacted] may contact us at 1-877-358-1252.

Kind

regards,

Review: I purchased a [redacted] lawn mower from Conns. After the 1st use it failed to start. I talked to [redacted] and they gave Conns as a service rep in the area.I called the store and they said bring it in. I was told on Monday that someone would call me by Friday. No call and I called the next week and I was told in was sent to Dallas and a service would call me soon. After three weeks I get a call from the store to pick up my lawn mower and to bring $54.07 since I did not purchase extended warranty. The mower was brand new and was still under [redacted]s warranty and Conns is representing themselves as warranty service for [redacted], but then turns it into a Conns service for which they charge a fee. I was not told about a fee went I dropped it off and I was told I wpould recieve a call from a service rep when they had a chance to look at it. No call from a service rep only 1 call from store wanting $54.07 or they will hold lawn mower hostage.Desired Settlement: The lawn mower is brand new and already causing problems and they left me without a lawn mower for three weeks so I had to buy another mower I am not paying a fee for a brand new mower

Business

Response: